Has anyone else experienced issues with logging into the SIMS Teacher App management console?
We have been trying to access it since having our licence reactivated in April but receive the vague error message of: 'An error has occurred and it has been logged. If the problem persists please contact your Capita SIMS support team'.
Our support company has been trying tirelessly to troubleshoot this issue and the problem has been escalated to the Capita 'problems' team.
Our support company have looked at firewall ports on the broadband server, watched the traffic as we tried to access the site, deleted the app and reinstalled, made sure there are no gaps in the activation code. From the installation instructions we have whitelisted all of the addresses listed. There have also been reams of Azure addresses added to our broadband filter. We have also compared settings against another school up the road from us where Teacher App is working fine.
I emailed Capita Monday and called yesterday to ask them for a new licence/activation code but the person I spoke to was extremely unhelpful and would only refer me back to our support company - even when I asked about issuing another activation code as they were the ones to issue the original direct. I completely understand that I need to speak to our support company for general support issues, but when the matter has escalated to Capita's problem team and it's a licence request, I would expect Capita to be more customer friendly and helpful. The person I spoke to was utterly robotic in his response to me saying only 'you need to speak to your support company. Capita do not support your school'.
My basis for requesting a new licence was the last comment on this Edugeek thread where it worked for them.
EduGeek.net - Forumsmis-systems/151513-sims-teacher-app.html
I feel like we're in a similar position as our licence, issued in October 2015, had expired and we renewed late. Adding to that we moved SIMS over to a new server over Easter so it was an updated system, including the SQL version. Trying a new activation code is at least worth a try to see if it resolves the problem.
I had to finally tell SLT that Teacher App isn't working as we're due to buy iPads for a group of teachers to try and use them for the new tracking targets for pupils. SLT are understandably not pleased with Capita as they are aware of all the troubleshooting I and our support company have done on this. They are talking refund now.
Apparently there are other schools in a similar position in our County and I wondered whether anyone else was having the same problem.